Outdoor X-Scapes, Inc.

READ THE OTHER REVIEWS - THIS COMPANY IS AN ABSOLUTE JOKE! THE OWNER COULD CARE LESS ABOUT ANYTHING OTHER THAN MONEY.

Where do I start?!

The salesman-Bret. Nice guy, appears knowledgeable and acts like he cares. He is none of those things. Once you sign on the dotted line, guess who is gone? And now you're stuck dealing with the office staff trying to get what Bret promised you. He won't return calls, texts, emails, doesn't show up at the house when the workers are there to confirm what needs to be done...plans were wrong, measurements were wrong, pricing was wrong, the promises he made and reassurances he gave us about a pool pump, draining the pool, plants, etc...not so much. All lip service.

The office staff-Unbelievable. That's the best word I can come up with. I could go on for days, but let me just promise you, you will not get returned calls or emails, you will be told a specific appointment time and no one will ever show (this happened so many times I can't count), you will be told there is a "family emergency" (we heard that one twice), you will be told "I'm not good at customer service" by the office manager when you finally have had enough and let her know how you feel, you will be harassed for final payment when the job isn't complete and there are still days of work left.

The workers-I'm not sure if I should blame them for all their faults or their boss. Let's start with the pool of urine they left in my backyard and across the wall of my house. The job was scheduled for 6 days and they were not provided with a portable bathroom. They were here for about 8 hours each day. So do I blame them for peeing on my house and creating a sanitation hazard that took weeks to be cleaned up? Or their boss for not giving them a bathroom? They don't speak English, so communicating with them when their boss wasn't here and they weren't doing what we thought was the plan, was a nightmare. They left trash all over my yard, everyday my dog brought me bottle caps, food wrappers, ketchup packets. And the absolute most unacceptable thing... when I came home from work, my backyard gate was propped wide open. Not a soul to be found. Full access to my backyard for anyone who wanted it. My dogs were on their way out when I noticed the gate was open...if those dogs would have gotten out and gotten hurt...I don't know what I would do.

We had several conversations with the owner, who initially would apologize and say he'd fix things and call us back. Hey guess who never called back? If you read some of the Revdex.com reviews, he has some pretty [redacted] responses to some of his client's complaints. Not a very professional way to respond.

We recently contracted Outdoor X-Scapes for a fairly large project, about $30,000.00. As we live in Arizona for only three years and have had a number of negative experiences with other local landscapers and other laborers, of course we were concerned with this new project.

When the work on the project began in June 2016, until it's completion, X-Scapes delivered what was contracted for in a very reasonable time frame. Of course, as with any project of this size, there were some minor issues that needed correction. I was more than pleased with their response and solutions to all of our concerns. In fact, their follow up on ensuring complete customer satisfaction was by far our best experience since relocating to Arizona. I would say their customer service is second to none as is their quality of work.

From the main Project Manager, Tony, to the Senior Project Manager, Jessy, and the Office Manager, Angie, each and everyone of them showed their dedication to making us 100% happy and satisfied with the end results. Most impressive was that even one of the owners, Roland, took the time to come visit us and give his personal guarantee that he would not consider the job complete until every concern was cared for and corrected.

Since the completion of the job about six weeks ago, Angie has followed up to make sure everything was as expected and to let us know that should we have any concerns, no matter how small, please do not hesitate to contact them and they will take care of it.

With 100% confidence, I would highly recommend Outdoor X-Scapes for your project know matter how big or small. We all work very hard for our money and expect quality work when we spend it. Choosing to hire Outdoor X-Scapes is a decision you will not regret.

Sincerely,

Outdoor Xscapes accepts the responsibility of this complaint and we are in contact with the homeowner to resolve these issues. It is our goal to complete the homeowners desires and leave them with a finished product.

Outdoor Xscapes started our work on this project mid-January 2015. The job was completed with only a couple punch list items requested. We contacted the customers to schedule completion of the work. The homeowners informed our office that they were out of town during the week and only home on the...

weekend. They had left the gate unlocked and we scheduled our superintendent to complete the work. The  superintendent was scheduled to complete the work on February 23rd. Due to availability of parts he had to reschedule one day later and we let the homeowners know. Our superintendent was out on the 24th (a Tuesday) and found a note the homeowner had left on site stating their concerns. We addressed the concerns to the best of our ability and let the homeowners know. They responded that they wouldn’t be back until Friday night and would follow up with us then. Over the weekend the customer let us know that they believed the water level had dropped. We scheduled a service call for the following Saturday (3/7/15) at 7:30. We addressed their concerns and the homeowner signed off on the work order which states “All items on work order have been completed to the satisfaction of the customer according to applicable warranties. Issues and questions have been addressed by employee". At this point we requested final payment. On the 8th, we received an email stating that the water level was still dropping. The customer was out of town until the weekend and we needed them on site to verify starting water level. One of our service men was out on the 14th. We received a call again on the 17th stating that the water feature was somehow still leaking. Our superintendent was out on the 31st and we followed up by leaving messages. On April 6th the customer called in to state that the fountain still wasn’t operating correctly. At this point, we decided to schedule a time when they would be home so we could review the project with them and get on the same page. Our service rep met with them on April 13th and it was decided that the sales rep should be part of the decision process. We scheduled our sales rep and service rep to meet with the homeowners on April18 at 2:00. The following week we were back out to make the repairs (4/24/15). On May 2nd we received an email from the customer stating that they had refilled the pond and it had lost water. Our sales rep then scheduled us to re-seal the entire water feature. On 5/12/15 our service rep went out to reseal and paint, when he arrived and knocked he received no answer. We wanted the homeowners present to make sure they were aware that we were doing what was stated and so they could verify work was being done to their satisfaction. We rescheduled for the 22nd in the morning. Our service rep arrived and once again he stated that no one answered. We heard from the customer at 2:30 and Omar was on site within an hour. On the 26th the customer let us know that they are still losing water and that they were once again going to be out of town. We have since scheduled to be on site on Monday 6/8/15 to resolve these issues. We feel that this issue could have been resolved sooner if the homeowners were available. Our ability to work on this project was limited by the homeowner’s schedule. We will not request final payment until the job is completed. It is our goal to complete this project to the satisfaction of the homeowners.

READ THE OTHER REVIEWS - THIS COMPANY IS AN ABSOLUTE JOKE! THE OWNER COULD CARE LESS ABOUT ANYTHING OTHER THAN MONEY.

Where do I start?!

The salesman-Bret. Nice guy, appears knowledgeable and acts like he cares. He is none of those things. Once you sign on the dotted line, guess who is gone? And now you're stuck dealing with the office staff trying to get what Bret promised you. He won't return calls, texts, emails, doesn't show up at the house when the workers are there to confirm what needs to be done...plans were wrong, measurements were wrong, pricing was wrong, the promises he made and reassurances he gave us about a pool pump, draining the pool, plants, etc...not so much. All lip service.

The office staff-Unbelievable. That's the best word I can come up with. I could go on for days, but let me just promise you, you will not get returned calls or emails, you will be told a specific appointment time and no one will ever show (this happened so many times I can't count), you will be told there is a "family emergency" (we heard that one twice), you will be told "I'm not good at customer service" by the office manager when you finally have had enough and let her know how you feel, you will be harassed for final payment when the job isn't complete and there are still days of work left.

The workers-I'm not sure if I should blame them for all their faults or their boss. Let's start with the pool of urine they left in my backyard and across the wall of my house. The job was scheduled for 6 days and they were not provided with a portable bathroom. They were here for about 8 hours each day. So do I blame them for peeing on my house and creating a sanitation hazard that took weeks to be cleaned up? Or their boss for not giving them a bathroom? They don't speak English, so communicating with them when their boss wasn't here and they weren't doing what we thought was the plan, was a nightmare. They left trash all over my yard, everyday my dog brought me bottle caps, food wrappers, ketchup packets. And the absolute most unacceptable thing... when I came home from work, my backyard gate was propped wide open. Not a soul to be found. Full access to my backyard for anyone who wanted it. My dogs were on their way out when I noticed the gate was open...if those dogs would have gotten out and gotten hurt...I don't know what I would do.

We had several conversations with the owner, who initially would apologize and say he'd fix things and call us back. Hey guess who never called back? If you read some of the Revdex.com reviews, he has some pretty [redacted] responses to some of his client's complaints. Not a very professional way to respond.

We apologize for the inconvenience this customer has experienced with our company. The grill was delivered to the job site without the warming rack included. When the customer contacted the office in regards to the missing rack (2/5/15) we were informed by the superintendent that it had not been...

included in the package. The homeowner researched the matter and let us know on 2/11/2015 after speaking to Barbeques Galore that it was supposed to have been included. We contacted Barbeques Galore and confirmed her grill does include a warming rack. We contacted the customer on the 26th of February asking when the customer would be available for us to schedule a service call. The customer responded the next day with "Iwant my grill warming rack" and no time frame specified of her availability. We ordered her warming rack through Barbeques Galore, which needed to be shipped from thier main warehouse and was available 3/13/15. The office manager spoke with the customer on 3/11/15 to inform her that we would be out on 3/13/15 to deliver the warming rack. This item has been delivered and we consider the issue resolved. Once again we apologize for the inconvenience, and believe the issue could have been resolved sooner had the homeowner responded with her availability. We strive to satisfy our customers with our product and service and hope this customer is fully satisfied with her completed project.

I had an amazing experience with Outdoor XScape, Joel M[redacted] was out contact and was great! They were clean, high quality work and finished ahead of schedule. They for sure were not the cheapest quote we got but we wanted quality work and they delivered that! Would highly recommend them, very professional!

Review: I contracted Outdoor Xscapes to run a gas line from my front stub out to my backyard for a BBQ and a fire pit. The contract also included running a new drip system in the backyard, tying into the front system that is established and re-working the front drip system to have the trees on one valve and the plants on another. The gas line seems to have gone in fine however, the drip system has not. Essentially, the workers dug a hole, laid some piping and buried it without connecting it to the front drip system or fixing the existing drip system. I have attempted to have this situation remedied for several weeks now and seem to be getting the run around from both the office manager and the rep I spoke with who did the initial design and put together the contract. I have paid a 50% deposit on the contract and will not pay the rest as the work was never completed.Desired Settlement: I would like the deposit I paid to be the end of my relationship with this company. I do not want to pay the balance due as the work was never completed and I will have to hire someone else to come out and re-do the drip system in the backyard and the front yard.

Business

Response:

The customer's sales representative and superintendent met with [redacted] on 8/3/2013. Together they walked through the work that was completed and compared that to the contract. The contract states “Irrigation run to the rear yard for all plants and trees with a separate line and valve for trees only watering”. We installed new poly line in rear yard and 2 new valves and a valve box for the rear yard. (1 for backyard trees and 1 for backyard plants) We tied into the existing timer. Customer wanted only 2 valves total for front and rear yards. Therefore we agreed to cancel the front yard valve and ran the 2 valves for front and back yard (all trees in front and rear on 1 valve and all shrubs in the front and rear on the 2nd valve). The irrigation is hooked up to the existing timer and in working order. Our office spoke with [redacted] and she verified that everything was completed to her satisfaction and she agreed to pay the remaining balance and stated that she would revise/respond to her complaint. Our office spoke with her once more on 8/9/2013 and she stated once more that she was satisfied with the work completed and had responded to her Revdex.com review.

We were contacted by a sales rep after going to the [redacted]. The sales rep contacted us several times and was persistent in wanting our business. We met with him and he gave us a great design. Said he could start in 2 weeks. Once we signed the contract, gave him the down payment, he fell off the face of the earth. He wouldn't return phone calls, texts, or emails. If he did answer the phone, he said he'd call me later, but he never did. I then contacted someone else in his office after 2 weeks have gone by. They were several months out, couldn't schedule but could fit us in Xmas week. We schedule it, they came and did a nice job in 2 days. However, several items that were part of the contract never got done and we were charged for items we never received. The contractor took all the extra pavers with him even though we paid for them. Charged us for plants that were never planted. Said they would reimburse us for the plants. After several phones, them telling us they sent a check, 60 days have gone by and I haven't received a dime. Had electrical problem with a light, took them several weeks to fix. I find the follow thru with their work and the customer service received from them lacking. I could never refer this company.

Review: I contracted Outdoor Xscapes in Oct 2014 to install a major landscape renovation for my back yard. The work included, among other items, installation of patio travertine pavers, pool decking and coping, gas fire pit, new sod and irrigation, and landscape lighting. The work was completed in a timely fashion within a week around October 24. At the time of completion, everything looked great. All that was left to do was to have SW Gas come and hook up the gas line for my new fire pit. When SW Gas arrived to connect the line a few weeks later, they could not do so as a permit had not been obtained for the new gas line. As a registered landscape contractor, I would have expected Outdoor to know that they would need to obtain a permit for the gas line and do as such before installing the line. After discussing the matter it was agreed that Outdoor would find out exactly what the needed to do and follow through with obtaining any necessary permits. At the time, I also had let Outdoor know that I had discovered a large scratch across a 15-20 ft section of coping tiles that would have had to have happened during the installation.

On 12/14/14, I had not heard from Outdoor about the status or progress that had been made toward obtaining the permits. I sent an email to their representative on 12/14 to make an inquiry and also to inform them that a portion of my newly installed landscape lighting was not functioning.

On 12/16/14, I received an email response from their rep indicated that my project "had slipped his mind" and that we would file for the permit with the city by the end of the week.

On 1/2/15, having not heard from Outdoor since 12/16, I reached out again to inquire about the status of the permit and also remind them of the issues with the scratches and landscape lighting. By this time I had also discovered that a portion of the existing pool deck that was supposed to have been cut away, was not and instead had simply been covered up with rock. This was completely unacceptable.

On 1/3/15, I received a response indicating that they had filed for the permit and their office would call me to schedule a visit so they could prepare the line for city inspectors.

On 1/23/15, nearly 3 weeks later, I finally received a call from Outdoor to schedule the work on the gas line as well as the other items that needed repaired. We settle on the afternoon of 1/29 and I had made arrangements to stay home from work at that time.

On 1/29/15, late in the morning, I received a call from the office to inform me that Outdoor would not be able to keep their appointment that day. Having just missed work, I was unable to arrange another time off until 2/18/15.

On 2/18/15, nearly 4 months since the initial installation was complete, a gentlemen from Outdoor finally showed up to address the outstanding issue with the installation. During the visit, he prepared the gas line for inspection, cut the section of original pool deck material as should have been done according to the scope of work, and also re-layed a section of patio where the pavers had recently began to sink. Outdoor also replaced some the landscape lighting bulbs and indicated there was no other issue with the lighting. However, he was not able to address the scratches in the coping and said he would need to come back to do that.

On 2/21/15, having not heard from Outdoor regarding the inspection of the gas line or the follow up work required to deal with the scratches, I sent another email to inquiry on the status and also informed them that the landscape lights replaced just two days ago had already burnt out again. I was informed that the inspection was schedule for 2/25.

On 2/25/15, the city inspects the line and approves the permit

On 3/2/15, after another 7 days, I was finally contacted by Outdoor to finish the remaining items. They would like to stop by the following day 3/3/15 between noon and 3. I informed them that I could not be home, but that I would leave the access gate unlocked so they would have access to the areas they needed to work on.

On 3/3/15, I return home from work to find that no one from Outdoor had been out.

On 3/4/15, I receive a reply from Outdoor apologizing and that they would be out that day between 10-12. Luckily, they caught me early in the morning before I left for work and I was able to leave the access gate unlocked for them again. Upon returning home, I witnessed that the scratches in the coping had been diminished, but were still clearly visible and the fire ring had not been reattached to the gas line nor had any of the lighting issues been addressed.

On 3/6, I send Outdoor an email to relay that the job had not been completed on 3/4.

On 3/7, I send another email to Outdoor indicating that the patio area that had be re-layed has already begun to sink again. I receive a response that they will have someone out on 3/10 to talk to me about my concerns. I make arrangements to be home for work again.

On 3/10, the day of the appointment, I am notified that there was a family emergency with the gentlemen that was supposed to come out and that they would not be able to keep the appointment. I explain that I understand emergencies happen, but that I can not keep taking time off work only for Outdoor to miss their appointments. This was the 3rd time they have been a no show. I offer to meet someone before 8am, after 5pm, or during lunch any day the rest of the week. We tentatively settle on a Saturday 3/14 appointment.

On 3/13, 3 days later, I finally receive a confirmation from Outdoor for the appointment the following morning. I respond requesting a specific time frame; however, I do not receive a response.

On 3/14, Outdoor is a no show, no call.

It is now 3/26, and I have not heard from Outdoor since 3/13.Desired Settlement: I would like Outdoor Xscapes to complete the job they were hired to do and to do it in an expedient manner. This would include:

* Complete the installation of the firepit

* Repair or replace the scratched pool coping

* Relay the patio pavers that are sinking and take reasonable and customary steps to prevent future sinking--which may include regrading the area for proper water run-off.

* Repair landscape lighting system and ensure design adheres to industry practices for length of wire runs and loads.

Business

Response:

Outdoor Xscapes accepts the responsibility of this complaint and we are in contact with the homeowner to resolve these issues. It is our goal to complete the homeowners desires and leave them with a finished product.

Do not hesitate to use this company. The people are professional and the work is very well done. I love my new resort like back yard!

Very good experience! Well designed planning and execution and timely. The entire project was completed in two days and followed by a detailed walk through.

Review: My wife saw this company at one of the county shows and contracted with them to remodel a simple pond. 5 months later it still does not hold water and other than requesting final payment, they do not come when scheduled or call let us know they will not be on site to complete the project. This was to be a one month remodel and it is now 5 months later. They broke some of the equipment in the old pond, my fish have all died awaiting completion and dealing with this company has been a horrible experience.Desired Settlement: The job is completed with the required quality.

Business

Response:

Outdoor Xscapes started our work on this project mid-January 2015. The job was completed with only a couple punch list items requested. We contacted the customers to schedule completion of the work. The homeowners informed our office that they were out of town during the week and only home on the weekend. They had left the gate unlocked and we scheduled our superintendent to complete the work. The superintendent was scheduled to complete the work on February 23rd. Due to availability of parts he had to reschedule one day later and we let the homeowners know. Our superintendent was out on the 24th (a Tuesday) and found a note the homeowner had left on site stating their concerns. We addressed the concerns to the best of our ability and let the homeowners know. They responded that they wouldn’t be back until Friday night and would follow up with us then. Over the weekend the customer let us know that they believed the water level had dropped. We scheduled a service call for the following Saturday (3/7/15) at 7:30. We addressed their concerns and the homeowner signed off on the work order which states “All items on work order have been completed to the satisfaction of the customer according to applicable warranties. Issues and questions have been addressed by employee". At this point we requested final payment. On the 8th, we received an email stating that the water level was still dropping. The customer was out of town until the weekend and we needed them on site to verify starting water level. One of our service men was out on the 14th. We received a call again on the 17th stating that the water feature was somehow still leaking. Our superintendent was out on the 31st and we followed up by leaving messages. On April 6th the customer called in to state that the fountain still wasn’t operating correctly. At this point, we decided to schedule a time when they would be home so we could review the project with them and get on the same page. Our service rep met with them on April 13th and it was decided that the sales rep should be part of the decision process. We scheduled our sales rep and service rep to meet with the homeowners on April18 at 2:00. The following week we were back out to make the repairs (4/24/15). On May 2nd we received an email from the customer stating that they had refilled the pond and it had lost water. Our sales rep then scheduled us to re-seal the entire water feature. On 5/12/15 our service rep went out to reseal and paint, when he arrived and knocked he received no answer. We wanted the homeowners present to make sure they were aware that we were doing what was stated and so they could verify work was being done to their satisfaction. We rescheduled for the 22nd in the morning. Our service rep arrived and once again he stated that no one answered. We heard from the customer at 2:30 and Omar was on site within an hour. On the 26th the customer let us know that they are still losing water and that they were once again going to be out of town. We have since scheduled to be on site on Monday 6/8/15 to resolve these issues. We feel that this issue could have been resolved sooner if the homeowners were available. Our ability to work on this project was limited by the homeowner’s schedule. We will not request final payment until the job is completed. It is our goal to complete this project to the satisfaction of the homeowners.

I have had this company come out of the second time. They have now done my front and back yard! I would highly reccomend this company! They are very knowledgable and professional! Can't wait to do more business with them again!

Review: I ordered and paid for a complete landscape package with a built in barbeque. (Paid over $23,000.00 to company) The barbeque is a Barbeque Galore GrandHall 3 burner natural gas barbeque. The contractor failed to include the warming grill. I have called numerous times and they (megan) advised me "it was not part of the contract." The barbeque came in a sealed box. I checked online and at the store to see if the warming grill is part of the set. I was advised it was. Furthermore, the store told me it comes in a very thin box inside the box and they hear about installers throwing them out all the time thinking it was packing material.a ( (Paid over $23,000.00)Desired Settlement: I want the warming grill to be delivered to my house.

Business

Response:

We apologize for the inconvenience this customer has experienced with our company. The grill was delivered to the job site without the warming rack included. When the customer contacted the office in regards to the missing rack (2/5/15) we were informed by the superintendent that it had not been included in the package. The homeowner researched the matter and let us know on 2/11/2015 after speaking to Barbeques Galore that it was supposed to have been included. We contacted Barbeques Galore and confirmed her grill does include a warming rack. We contacted the customer on the 26th of February asking when the customer would be available for us to schedule a service call. The customer responded the next day with "Iwant my grill warming rack" and no time frame specified of her availability. We ordered her warming rack through Barbeques Galore, which needed to be shipped from thier main warehouse and was available 3/13/15. The office manager spoke with the customer on 3/11/15 to inform her that we would be out on 3/13/15 to deliver the warming rack. This item has been delivered and we consider the issue resolved. Once again we apologize for the inconvenience, and believe the issue could have been resolved sooner had the homeowner responded with her availability. We strive to satisfy our customers with our product and service and hope this customer is fully satisfied with her completed project.

I highly reccomend this company! They have done a beautiful job in my backyard! They were always so prompt in attend intent to all of my specific needs. [redacted] was very helpful throughout the whole process as the super intendant. They have overly succeeded my expectations in a company! I will use them again

We went to the Home and Garden show and saw the Outdoor Xscapes booth which was very impressive. Spoke with the reps and gave contact info for a bid. We were very excited because we have been waiting to get our backyard done. Said they would contact us in couple weeks. 2 weeks later came out to house to meet and discuss what we wanted. He stated it would be a couple weeks to design a plan and then we could review and start. After several phone calls and broken promises that the design group is backed up, or we were on vacation, or I'll call you Friday for sure, and again design is backed up for weeks. We were exhausted and still to this day have not received a design, phone call or even email. From some of the prior reviews this seems to be the M.O. of this company...empty promises, mis - represented work, delays in completion and lack of quality. Please do not waste your time with Outdoor X-scapes..